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About the Role

As an AI Execution & Program Manager at Reliance, you will be a key team member driving the deployment of AI solutions. This role offers limitless opportunities for growth within an ambitious and supportive environment.

Responsibilities

Lead the deployment of AI solutions across chatbots, virtual agents, generative AI assistants, natural-language IVR, predictive analytics, and agent-assist tools.
Manage end-to-end implementation including requirements, vendor coordination, configuration, testing, rollout, and performance tracking.
Ensure AI initiatives align with business goals, operational needs, customer experience standards, and compliance requirements.
Oversee development of sentiment analysis, customer insights, and predictive models that drive operational improvements.
Monitor AI performance, identify optimization opportunities, and drive continuous improvement.
Translate data into actionable recommendations for Contact Center leadership, Field Operations, and cross-functional partners.
Serve as the central project manager coordinating across IT, Operations, Field, Sales, Training, and external vendors.
Build and maintain project plans, timelines, dependencies, risks, and success metrics.
Define KPIs, validate post-launch performance, and support change management, training, and adoption strategies.
Gather feedback from frontline teams and customers to refine AI capabilities.
Identify and prioritize new AI use cases and support business case development.
Ensure ethical, secure, and sustainable AI deployment through governance frameworks.
Oversee integration of AI tools with systems such as CRM, IVR, NICE, and Power BI.
Facilitate cross-functional workshops to support ideation, planning, and continuous improvement.

Requirements

Bachelor’s degree in business, Technology, Engineering, Data Science, or related field; MBA or advanced degree is an asset.
3-5 years of experience in technology implementation, digital transformation, AI/automation, or contact center operations.
Experience deploying enterprise software or customer-facing technologies; exposure to AI, machine learning, NLP, or automation tools preferred.
Familiarity with contact center platforms (IVR, CRM, WFM, QA, telephony) and tools such as NICE CXone, Salesforce, Dynamics, MuleSoft, and Agentic AI.
Strong stakeholder management, vendor coordination, and cross-functional leadership skills.
Understanding of data privacy, compliance, and ethical AI principles.
Ability to translate operational needs into technical requirements and assess vendor capabilities.
Strong analytical skills with experience using dashboards, KPIs, and performance insights.
Comfortable partnering with data teams and solution architects to ensure scalable designs.
Proven track record managing complex, multi-team technology projects from concept to rollout.
Highly organized, able to manage competing priorities and deliver on tight timelines.
Strong communicator capable of influencing at all levels and driving alignment.
Proactive, results-oriented, and skilled at navigating ambiguity.
Customer-centric mindset with a passion for improving frontline and customer experiences.

Skills

AI
Machine Learning
NLP
Automation
Chatbots
Virtual Agents
Generative AI
Natural Language IVR
Predictive Analytics
Agent-Assist Tools
Sentiment Analysis
Contact Center Platforms
IVR
CRM
WFM
QA
Telephony
NICE CXone
Salesforce
Dynamics
MuleSoft
Agentic AI
Stakeholder Management
Vendor Coordination
Cross-functional Leadership
Data Privacy
Compliance
Ethical AI
Project Management
KPIs
Change Management
Training
Adoption Strategies
Data Analysis
Dashboards

Location

Toronto

Work Type

Hybrid

Experience Level

3-5 years

Education Level

Bachelor's degree in business, Technology, Engineering, Data Science, or related field
MBA or advanced degree is an asset

Salary/Compensations

Competitive base pay plus the ability to earn more tied to your success

Benefits

Training and development programs
A great benefits plan for you / your family
Career paths so you can advance in the company

About the Company

Reliance Home Comfort® (Reliance) is a leader in home services and energy efficient solutions for over 60 years.
Committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace.
With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
Certified as a Great Place to Work in 2024 and recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016.
Focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

Equal Opportunity

Reliance Home Comfort is an equal opportunity employer.
We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.